Jira Servicedesk - respond to customer NOT Working

[Fabio_Scarvaglieri]

Hello, we're issuing following problem.

JIRA Servicedesk is not sending emails to customers by using respond to customer feature.

Email is working -we get all information we need. For example if a issue changes from in progress to done
or from open to in progress.

we checked our /var/log/maillog - no email is beeing generated.

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Respond to customers works with JIRA Servicedesk Agents. But not with "normal" customers.

Please let us know where the problem could be.

Thanks a lot!

[Almuth Boehme [Communardo]]

Another reason could be that the user that is supposed to receive the email is not listed as Reporter or Request Participant and/or that the field Request Type has no value set.

[Fabio_Scarvaglieri]

hi Kuris,

of course found the issue. our Issues were created with the an security level "private".
the external customers do not have acces to this kind of issues.

The result is - > no access to issue -> no email you will get.

hope it helps.

have you checked if the mail has been generated ? Do you have it on linux or windows ?

[Kurtis Mumford]

Just wondering if you found the cause/solution.  We are having the same issue.

[Fabio_Scarvaglieri]

Hello Logan, it is now enabled.

we already checked /var/log/maillog         when responding to customer - it seems No mail is generated - no log entry.

as described - we get logentries when repsonding to teammembers.
When responding to external customers there is no log generated! thats unbelievable.

any idea what we can do? how to solve this problem ?

[Logan G Hawkes]

Try enabling the outgoing mail log and set the log level to DEBUG. That will print everything to atlassian-jira-outgoing-mail.log in your JIRA logging directory. Also, check your mail queue. JIRA has a long-standing bug whereby if any user in the list of email recipients has a bogus email address, none of the recipients will get a copy. If you have mail piling up in the error queue that may be the cause.